Politique d’expédition

Last updated: July 18, 2026

This Shipping Policy explains how Eclipse processes and delivers orders.

By placing an order through our store, you agree to this Shipping Policy together with our Terms of Service and Return and Refund Policy.

International Fulfilment

Eclipse works with international manufacturing and fulfilment partners.

Orders may be produced, packed and shipped directly from an overseas fulfilment facility. This allows us to ship products directly to customers without first transporting them to a separate Eclipse warehouse.

Orders may therefore pass through international customs procedures before final delivery.

The sender, fulfilment facility or logistics company shown on the parcel may differ from the Eclipse brand name.

Processing Time

Orders normally require 1–5 business days to be processed before dispatch.

Processing may include:

• payment verification;

• product preparation or production;

• quality-control checks;

• packing;

• customs documentation;

• transfer to the shipping carrier.

Processing time is separate from shipping time.

Orders are not normally processed on weekends or public holidays. Processing may take longer during launches, promotional periods, holidays or unusually high order volumes.

Shipping Options

Available shipping methods, delivery estimates, and final shipping charges are calculated and displayed at checkout based on the delivery destination, the items ordered, product availability, and the available fulfilment route.

For many European countries and selected major international destinations, including the United States, the usual shipping options are:

Standard Tracked Shipping — usually €9.95
Estimated delivery after dispatch: 10–20 business days

Priority Tracked Shipping — usually €14.95
Estimated delivery after dispatch: 7–15 business days

These prices are typical rates only. The exact shipping cost shown at checkout may be higher or lower depending on the destination and order details.

Priority Tracked Shipping uses a faster available logistics service where supported. It does not guarantee delivery by a specific date.

Only the shipping methods, prices, and delivery estimates displayed at checkout apply to your order.

Delivery Estimates

All delivery periods are estimates and are not guaranteed delivery dates.

The estimated delivery period begins when the order is dispatched, not when it is placed.

Delivery can take longer because of:

• customs clearance;

• carrier delays;

• local postal disruption;

• public holidays;

• severe weather;

• security inspections;

• incorrect or incomplete customer information;

• unusually high shipping volumes;

• events outside our reasonable control.

Nothing in this policy removes mandatory rights relating to excessively delayed, undelivered or lost goods.

European Union Orders

For eligible orders delivered to European Union destinations, Eclipse intends to use a taxes-and-duties-paid shipping service.

Where checkout states that taxes and import charges are included:

• applicable VAT is included in the price paid at checkout;

• customs processing is handled through the selected fulfilment and logistics service;

• applicable prepaid import charges are included;

• the customer should not normally be required to pay additional VAT or covered import charges upon delivery.

The final amount shown at checkout is intended to be the amount payable to Eclipse for the products and selected shipping service.

The precise customs and VAT mechanism may depend on the order value, destination and shipping method. This may include IOSS or another legally available import and tax-accounting procedure.

Eclipse does not publish or provide customers with any confidential IOSS identification number. IOSS and customs details are transmitted only through authorised logistics and customs channels.

Unexpected EU Import Charges

If a carrier requests an additional VAT, customs or import payment for an EU order that checkout expressly stated was taxes and duties included, contact:

support@eclipseunknown.com

Where reasonably possible, contact us before paying the requested charge.

Provide:

• the order number;

• the tracking number;

• the carrier’s name;

• the amount requested;

• a screenshot or photograph of the payment request;

• any available customs reference.

We will investigate the charge with the relevant fulfilment or shipping partner.

Customers should not refuse or abandon the parcel without contacting us, because refusal may result in return, disposal or additional carrier fees.

Orders Outside the European Union

For destinations outside the European Union, product prices and shipping charges do not necessarily include local import duties, sales taxes, goods and services taxes, customs fees, brokerage charges or carrier handling fees unless checkout expressly states otherwise.

The recipient may be responsible for charges imposed by:

• the destination country;

• customs authorities;

• the local postal operator;

• the delivery carrier;

• a customs broker.

These charges are determined by the destination country and are not controlled by Eclipse.

Customers outside the European Union are responsible for checking their country’s import rules before placing an order.

Eclipse cannot guarantee that an international order will enter a non-EU country without additional charges.

Customs Declarations

Orders are declared through the relevant fulfilment, shipping and customs channels.

Customs declarations must reflect legally required information about the products and shipment.

Eclipse does not guarantee that customs authorities will accept a particular classification, declared amount, tax treatment or shipping method.

Customs authorities may inspect, reassess, delay or request additional information concerning a shipment.

Customers must cooperate with reasonable requests from customs authorities or delivery carriers where necessary to complete delivery.

Customs Delays

Customs processing is outside Eclipse’s direct control.

A parcel undergoing customs processing is not automatically considered lost.

Customs authorities may delay a parcel while they:

• inspect its contents;

• review its classification;

• verify its declared information;

• calculate charges;

• request documents;

• conduct security checks.

We will provide reasonable assistance where the carrier or customs authority requests information relating to an Eclipse order.

Tracking

Tracked shipping is provided for eligible orders.

After dispatch, customers will normally receive a tracking number or tracking link by email.

Tracking may require 2–7 business days to begin showing movement because parcels may first travel between the fulfilment facility, export carrier and international logistics partner.

International tracking may temporarily stop updating while the parcel:

• leaves the origin country;

• passes through customs;

• transfers between carriers;

• awaits scanning by the local delivery partner.

A temporary tracking pause does not necessarily mean that the parcel is lost.

Separate Shipments

Products in the same order may occasionally be sent in separate parcels because of:

• different fulfilment facilities;

• product availability;

• weight or size restrictions;

• customs requirements;

• operational efficiency.

Customers may receive more than one tracking number.

Receiving one parcel does not necessarily mean that the remaining items are missing.

Customers will not be charged extra merely because Eclipse divided an order into separate shipments.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, verify:

• the recipient’s full name;

• street and building number;

• apartment or unit number;

• city;

• postcode;

• country;

• telephone number;

• email address.

Contact support@eclipseunknown.com immediately after noticing an error.

We cannot guarantee that an address can be changed after fulfilment has begun.

Once the order has been dispatched, we generally cannot redirect it or change its destination.

Failed Delivery and Uncollected Parcels

Customers are responsible for monitoring tracking information and responding to delivery or customs notices.

A parcel may be returned, held or disposed of where:

• the address is incorrect or incomplete;

• delivery is repeatedly unsuccessful;

• the customer fails to collect it;

• the customer refuses delivery;

• the customer does not provide information requested by the carrier or customs authority.

Refusing delivery does not automatically constitute a valid cancellation or return.

Where a shipment fails because of an error or omission attributable to the customer, a refund or reshipment may be reduced by actual shipping, return, customs and handling costs, where permitted by law.

The customer may be required to pay for reshipment.

Delayed Orders

Customers should contact us when:

• Standard Tracked Shipping has not arrived within 30 business days after dispatch; or

• Priority Tracked Shipping has not arrived within 25 business days after dispatch.

These reporting periods allow us to investigate with the shipping carrier. They do not remove any mandatory consumer right that applies earlier.

Before contacting us, customers should:

• review the tracking information;

• check for carrier notices;

• confirm that the delivery address is correct;

• ask household members or building staff whether the parcel was received.

Parcels Marked as Delivered

Where tracking shows delivery but the parcel cannot be found, the customer should:

1. check the mailbox, entrance and safe locations;

2. ask household members, neighbours, reception or building staff;

3. allow up to 48 hours in case the delivery scan was recorded early;

4. contact the local carrier;

5. contact support@eclipseunknown.com if the parcel remains missing.

We may request a declaration of non-receipt and open an investigation with the carrier.

A delivery scan is relevant evidence but does not prevent us from investigating a credible report.

Lost Parcels

A parcel will be treated as lost after the carrier confirms that it cannot be delivered or after the applicable investigation period has expired.

Where an eligible order is confirmed lost, Eclipse will provide an appropriate remedy, which may include:

• a replacement shipment; or

• a refund to the original payment method.

We may require confirmation of the delivery details and cooperation with the carrier investigation.

Damaged, Incorrect or Missing Products

Customers should inspect their parcel promptly after delivery.

Contact support@eclipseunknown.com as soon as reasonably possible if:

• the product arrives damaged;

• the wrong product is delivered;

• an item is missing;

• the parcel appears materially damaged.

Include:

• the order number;

• photographs of the outer parcel;

• a photograph of the shipping label;

• photographs of the products received;

• a clear description of the problem.

Before reporting an item as missing, check whether the order was divided into separate shipments.

Where Eclipse or its fulfilment partner made an error, we will provide an appropriate remedy without charging additional shipping.

Order Cancellations

Cancellation or amendment requests must be submitted within one hour after the order is placed.

Email support@eclipseunknown.com immediately and include the order number.

We cannot guarantee cancellation because fulfilment may begin immediately.

After fulfilment has begun or the parcel has been dispatched, the order cannot normally be intercepted or cancelled before delivery.

The customer must receive the parcel and then follow our Return and Refund Policy where eligible.

This operational cancellation rule does not restrict any mandatory statutory withdrawal right.

Returns

Do not return products to the sender address displayed on the parcel.

The sender address may belong to a shipping, consolidation or fulfilment facility and may not be authorised to accept returns.

Customers must first contact support@eclipseunknown.com and follow our Return and Refund Policy.

Unauthorised returns may be rejected, lost or returned to the sender.

Events Outside Our Control

Eclipse is not responsible for failure or delay caused by circumstances outside our reasonable control, including:

• natural disasters;

• severe weather;

• war or civil unrest;

• government restrictions;

• customs disruption;

• transport shutdowns;

• labour disputes;

• public-health emergencies;

• widespread carrier or telecommunications failures.

We will take reasonable steps to reduce the effect of such events and provide any remedy required by applicable law.

Contact

For shipping questions, delivery problems or unexpected import charges, contact:

support@eclipseunknown.com

Include your order number and tracking number so we can investigate efficiently.